What problem does it solve?
Rapidly determine the correct category, priority, and routing for inbound customer support tickets so issues are investigated by the right team with appropriate urgency and context, reducing response times and preventing SLA breaches.
Core Features & Use Cases
- Category taxonomy: Assign a primary category (Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, Performance) and an optional secondary category based on root cause signals.
- Priority framework: Map incidents to P1–P4 with clear SLA expectations and escalation triggers for widening impact, repeated reports, or executive escalation.
- Routing & duplicate detection: Recommend routing (Tier 1/2, Engineering, Product, Security, Billing) and check for duplicates or known issues, attaching links and context.
- Templates & notes: Provide initial customer responses and internal notes that capture what was checked, reproductions, and next steps for the assignee.
Quick Start
Triage the following ticket by returning a primary category, optional secondary category, priority level (P1–P4) with SLA recommendation, routing target, duplicate checks performed, a short rationale, and a suggested initial customer response.
